BEWARE
BEWARE — Order never delivered, guaranteed delivery date ignored, refund stalled for weeks. I ordered cabinet hardware with a stated Guaranteed Delivery Date. The shipment got stuck in LA customs and never moved again. It is now well past a month later and I still do not have my order. When I opened a dispute, Alibaba's Trade Dispute Mediation Team repeatedly reset the evidence submission deadline — at one point the countdown was down to about 2 hours before it was mysteriously reset to a fresh 6 days, with zero explanation. This happened more than once. When I pushed back citing the missed guarantee, they offered me a $100 "discretionary credit" to just keep goods I never even received, and asked me to confirm receipt of an order that was never delivered. The seller was reasonably communicative and even confirmed in writing that a refund would be issued, but Alibaba's own dispute process was the actual obstacle — stalling, resetting deadlines, and offering lowball settlements instead of honoring their own "Guaranteed Delivery" program. I ended up having to file a credit card chargeback to actually get my money back, because Alibaba's own guarantee program did not deliver on its promise. If you're relying on "Trade Assurance" or "Guaranteed Delivery" to protect you here, be aware that in practice it can mean months of stalling instead of an actual guarantee. Buyer beware. REPLY TO ALIBABA: Save the scripted sympathy. This is the same copy-paste line I've been getting for over a month, every single time, in your app, in your emails, and now here. Here's what actually happened, plainly: you gave me a 6-day window to "submit evidence." I submitted it — repeatedly, it's sitting in your own system right now. Then the 6 days expire, and instead of a resolution, you reset the clock to another fresh 6 days. Not once. Repeatedly. That's not a review process, that's a stall tactic dressed up as due diligence (Order #301578863001022807) You also told me customs delays are "outside your control" — fine, except the package isn't delayed, it's lost. Weeks with zero movement isn't a customs backlog, it's a shipment that isn't coming. Your own "Guaranteed Delivery" program is supposed to exist specifically for this scenario, and instead of honoring it, your team offered me $100 to keep goods I never received. I didn't get a resolution from Alibaba. I got it from my credit card company, because your dispute process is built to wear people down until they give up, not to actually fix anything. Don't reply with another canned apology. If you actually want to make this right, process the refund you've owed for weeks — not another link to a bot that resets the same 6-day clock again.